New Reporting Experience
Optimizing cross-event reporting with better search and filters
The Reporting experience is a crucial workflow for all event creators on the Eventbrite platform. In 2021, our team launched a full UX/UI overhaul of the reporting product.
My role
I worked specifically on the interaction design for the new search and filter tools while also considering the transition to a new data framework for reports and the implications of this change in the user experience. I also contributed to the existing design system by creating a new dropdown component.
TL;DR
Problem: Reporting is simply not intuitive, navigable, or comprehensive. Event creators struggle to pull reports across multiple events and with date range parameters since they can't easily see the complete list of events on the report page or quickly search for and select events to build a report.
Solution: I designed a search experience that shortened the time to search and select events from 45 to 5 seconds to load approximately 700 events. The number of clicks required to perform this task went from 15 to 3 clicks. We added more granular filter options and migrated our database to a faster data framework.
Impact: The new reporting experience—search being the main feature—made the Eventbrite reports more efficient and user-friendly. The "Ease of Use" score went from 43% to 55%, while "Self-service" went from 43% to 54%.
Final design
New search experience
New filters experience
Design Process
The problem
Reporting is simply not intuitive, navigable, or comprehensive. We rely heavily on the CS team to pull reports or piece multiple reports together which means it is not a self-service area of our product. Super Creators struggle to pull the reports across multiple events and with date range parameters.
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Event creators can't easily see the complete list of events on the report page or quickly search for and select events to build a report. The filter options are limited and placed strangely on the page. The reports are slow or break when loading a lot of data.
“In any cross-event report, trying to filter for a specific set of shows
is impossible and in some cases requires hundreds of clicks
if you're trying to see a year's worth of shows.”
–– Event creator
1.
Research
In 2020 and 2021, the Design and Research teams analyzed a variety of customer feedback across multiple data sources and teams to help us understand key actionable insights related to Eventbrite’s reporting functionality. Using a variety of tools in Medallia to uncover pain points and drivers of contact and NPS, we were able to narrow down our topics and understand the changes we needed to make in reporting. Additionally, we pulled all outstanding feature requests from Jira and conducted a User Empathy Survey into the analysis. This allowed us to gain a deeper understanding of pain points and requested solutions.
NPS Analysis​
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While 12% of respondents had a positive comment about reporting, the rest reported navigation issues, bugs/timing out, inconsistent reporting, difficulties with multi-day reporting, and general usability issues or requests.
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39% of respondents reported issues with the customization of reports or getting the right information included
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43% of respondents reported issues with multi-day, cross-event, or account-level reports
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18% of respondents reported “too many clicks” as a usability and navigation issue
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71% of respondents said that creators want to see all their data from their entire time on Eventbrite
"I want to export a report of sales for all my events,
not just a single event."
–– Event creator
The feedback from user research made it clear that we needed to strive to implement a search/filter experience that was truly self-service, fast, and without reporting outages.
2.
Defining a better search experience
Old search experience
The events list was hidden under a link. The list loaded only 50 events at a time. There was a lot of scrolling to view and select events when building cross-event reports.
Old search & select experience
Minimizing interaction cost
Besides the basic search experience, the previous team on this project had envisioned adding an advanced search component to it. This feature would open up a full-screen modal where users could add filters to further refine their search. This experience added one extra step to the search process, created inconsistencies with the basic search experience, and increased the interaction cost for users.
The advanced search experience designed by the previous team
Working from the previous mocks, I simplified the search experience by removing the advanced search idea and instead utilizing filters to make the search experience more robust but easy to use.
(Before) User flow: basic + advanced search
More complex and didn't add that much value to target users
(After) User flow: basic search with filters
Simpler flow, with basic search + filters
Making search easy and powerful by leveraging filters
Instead of creating an advanced search experience, we added the filters needed to the list of filters existing on the main page. We also removed the "timezones" and "Days of week" filter options, since these weren't a priority for our target users (Super Creators). This made it so that users wouldn't have to do extra clicks and go to another page to refine their search query. This also leveraged the already existing filters component and logic.
We were able to accomplish the search granularity needed by leveraging the filters
A closer look at filters
Old filters: There were a few options and the experience was fragmented
Old filters were limited and fragmented from search
New Filters: We created more granular filters, and made them obvious and easy to use
Final search experience
The new search experience shortened the time to search and select events from 45 to 5 seconds to load approximately 700 events. The number of clicks required to perform this task went from 15 to 3 clicks. We added more granular filter options and migrated our database to a faster data framework.
Impact
User Experience improvements:
The new reporting experience—search being the main feature—made the Eventbrite reports more efficient and user-friendly. The "Ease of Use" score went from 43% to 55%, while "Self-service" went from 43% to 54%. The overall FX Score went from 48% to 57% in Q2 2021.
Design system/process improvements:
The search component designed and implemented by Reporting was adopted by other Eventbrite teams, saving them valuable design and engineering time.